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The Incident Management Playbook [As a PM]
How to effectively manage platform incidents, what processes to put in place to report them and how to mitigate them in the future…
Firstly, I think it's important that we classify what an incident vs a bug is, as this tends to get lost in translation frequently. Everyone starts firing off messages stating that “this is ‘CRITICAL’ and we’re burning” when in reality it's most probably not!
An incident is an unplanned interruption which requires review. When the operational status of any activity turns from working to failed and causes the system to behave in an unplanned manner, it is an incident.
Whereas a bug is a known error which has been found through testing and will be fixed in due course. This is important in order to delve into the level of severity of an incident.
